Our client is looking for an experienced Head of Customer Experience to oversee all aspects of customer interactions across online, telephone, showroom, and installation touch points, ensuring consistency, efficiency, and excellence. This role involves strategic planning and operational leadership to enhance customer satisfaction and loyalty.
Client Details
Michael Page is happy to announce that our client's company operates the Southampton location and within the leisure, travel, and tourism industry, focusing on providing top-tier services to its clients. They are committed to delivering excellence and innovation in their offerings, ensuring customer satisfaction remains at the core of their operations.
Description
The key responsibilities for the Head of Customer Experience role are:
Develop and implement strategies to enhance the customer experience journey.
Lead and manage the customer service team to achieve operational excellence.
Monitor customer feedback and drive continuous improvement initiatives.
Collaborate with other departments to ensure seamless service delivery.
Analyse customer data to identify trends and areas for improvement.
Establish and maintain high standards of customer service across all touch points.
Manage budgets and resources effectively to meet business objectives.
Report on performance metrics and contribute to strategic decision-making.Profile
A successful Head of Customer Experience should have:
The ideal candidate will bring a deep understanding of delivering excellent customer service, customer experience, and operational leadership, with a track record of leading across multiple functions (sales, after-sales, showrooms, and installations), implementing scalable processes, and driving both customer satisfaction and commercial performance.
Strong leadership skills with the ability to inspire and motivate teams.
Excellent problem-solving and decision-making abilities.
Analytical skills to interpret customer data and drive improvements.
Effective communication and interpersonal skills.
A customer-focused mindset with a commitment to delivering exceptional service.
Job Offer
Competitive salary and package
A permanent role within a reputable company in Southampton.
Opportunities for professional growth and development.
An engaging work environment within the leisure, travel, and tourism industry.If you are ready to take on this exciting opportunity as a Head of Customer Experience & Service in Southampton, we encourage you to apply today